SHIPPING POLICY

EL CUBANO CIGARS AUSTRALIA AIMS WHERE POSSIBLE TO DELIVER AUSTRALIA WIDE AND INTERNATIONAL ASWELL. ALL GOODS WILL BE DISPATCHED WITHIN 1 TO 3 WORKING DAYS. DELIVERY TIME FRAME WILL VARY ACCORDING TO THE DELIVERY LOCATION AND AVAILABILITY FOR SIGNATURE. PLEASE ALLOW APPROPRIATE DELIVERY TIME IN PEAK PERIODS (SUCH AS CHRISTMAS & EASTER WHEN FREIGHT COMPANIES ARE ON OVERLOAD).

 

INTERNATIONAL ORDERS PLEASE NOTES: EL CUBANO CIGARS AUSTRALIA WILL PACKAGE ALL ORDERS AND SEND OUT AS REQUESTED TO THE ABSOLUTE BEST OF OUR ABILITY. CUSTOMERS IN THE US SHOULD BE ADVISED THAT ORDERING CUBAN CIGARS IS IN DIRECT VIOLATION OF THEIR FEDERAL LAWS (TRADING WITH THE ENEMIES ACT). YOU RISK CONFISCATION OF YOUR PURCHASE, FINES, AND JAIL IF CAUGHT. WE THEREFORE TAKE NO RESPONSIBILITY IF CIGARS ARE HELD UP OR EVEN TAKEN AWAY. 

SHIPPING TIMES:

AMERICAS: 6-10 BUSINESS DAYS

EUROPE: 6-12 BUSINESS DAYS
NORTH/SOUTH AMERICA: 7-21 BUSINESS DAYS
ASIA/OCEANA: 7-15 BUSINESS DAYS
AFRICA: 7-21 BUSINESS DAYS

(PLEASE NOTE, FOR CERTAIN SPECIFIC COUNTRIES, THESE SHIPPING TIMES MAY VARY. PLEASE CONTACT US FOR FURTHER DETAILS)

NOTE: ANY TAXES THAT ARE REQUIRED TO BE PAID FOR LOCAL IMPORTATION, ARE THE RESPONSIBILITY OF THE CLIENT.

 

WE DO TRY TO KEEP OUR STOCK AS ACCURATE AS POSSIBLE; SOMETIMES ITEMS MAY BE UNAVAILABLE AS OUR MANUAL PROCESS HAS NOT ALLOWED TIME FOR UPDATES; IN THE EVENT OF AN ITEM BEING OUT OF STOCK YOU WILL BE DIRECTLY CONTACTED BY US.
THOSE ITEMS PURCHASED FROM EL CUBANO CIGARS AUSTRALIA ARE MADE PURSUANT TO A SHIPMENT CONTRACT. ONCE ITEMS LEAVE OUR STORE AND ARE IN THE HANDS OF THE COURIER COMPANY WE HAVE VERY LITTLE OR NO CONTROL FROM THAT POINT FORWARD. ALL ITEMS OVER $50 ARE SHIPPED WITH A TRACKING NUMBER FOR YOU TO BE ABLE TO TRACE DELIVERY AND ETA.

EL CUBANO CIGARS AUSTRALIA WILL MAKE EVERY REASONABLE ENDEAVOR TO DELIVER YOUR GOODS THROUGH OUR COMMON CARRIER. HOWEVER CUSTOMERS ARE RESPONSIBLE TO HAVE SOMEONE AT THE DELIVERY ADDRESS TO RECEIVE DELIVERY AND SIGN. EL CUBANO CIGARS AUSTRALIA SHALL NOT BE RESPONSIBLE FOR DELIVERY BEING RECEIVED BY UNAUTHORIZED PERSONS.

RE-DELIVERY* IF THE DELIVERY ADDRESS IS UNATTENDED AT THE TIME THE GOODS ARRIVE – THE GOODS WILL NOT BE LEFT AT THE PREMISES UNLESS AN ‘AUTHORITY TO LEAVE’ HAS BEEN GIVEN BY THE CUSTOMER TO EL CUBANO – OR – A NOTICE HAS BEEN LEFT AT THE PREMISES WITHIN EASY VIEWING OF THE COURIER ATTEMPTING TO DELIVER. AN ‘AUTHORITY TO LEAVE’ IS THE CUSTOMER GIVING PERMISSION FOR THE GOODS TO BE LEFT AT THE PREMISES IF THEY ARE UNATTENDED. THE COURIER COMPANY AND EL CUBANO ARE NOT LIABLE FOR ANY THEFT OR DAMAGE THAT MAY OCCUR ONCE AN AUTHORITY TO LEAVE HAS BEEN GRANTED. ANY COSTS ASSOCIATED FOR RE-DELIVERY WILL BE PASSED TO THE CUSTOMER IF THE DELIVERY ADDRESS IS UNATTENDED AT THE TIME OF DELIVERY AND NO ‘AUTHORITY TO LEAVE’ IS PRESENT.

ANY TAXES THAT ARE REQUIRED TO BE PAID FOR LOCAL IMPORTATION, ARE THE RESPONSIBILITY OF THE CLIENT.

RETURN POLICY

EL CUBANO CIGARS AUSTRALIA HAPPILY OFFER EXCHANGE OR RETURN OF ITEMS THAT YOU ARE NOT 100% SATISFIED WITH OR YOU FEEL ARE JUST NOT RIGHT. IF YOU ARE NOT 100% SATISFIED WITH YOUR PURCHASE EL CUBANO IS HAPPY TO OFFER AN EXCHANGE OR CREDIT NOTE WITHIN 30 DAYS OF PURCHASE. WE ENCOURAGE ALL CUSTOMERS TO CHOOSE WISELY WHEN PURCHASING AS ALL RETURN COSTS AND RE RETURN COSTS WILL BE CHARGED TO BUYERS. PROOF OF PURCHASE MUST BE PROVIDED WHEN SEEKING A REFUND OR EXCHANGE.

ALL POSTAGE FOR EXCHANGE/RETURN/REFUND IS AT THE BUYERS EXPENSE. THIS ALSO INCLUDES ANY WARRANTY RETURN.

PLEASE CONTACT US FOR A RETURN ADVICE NUMBER (RA) WHICH NEEDS TO BE SENT BACK WITH YOUR ITEMS TO ALLOW FASTER PROCESSING OF YOUR RETURN. ITEMS NOT SENT BACK WITH AN RA WILL TAKE LONGER TO PROCESS.
ALL RETURN ITEMS MUST BE IN AS NEW CONDITION WITH ALL PACKAGING AND TAGS STILL INTACT, UNLESS RETURNING FOR A MANUFACTURER WARRANTY.

OUR RETURN ADDRESS IS: EL CUBANO – PO BOX 80, DEER PARK 3023, PLEASE ALSO NOTE ALL RETURN POSTAGE IS AT THE BUYERS EXPENSE – PLEASE INCLUDE A SELF ADDRESSED PRE PAID ENVELOPE FOR US TO SEND BACK THE EXCHANGE.

IF YOU ARE RETURNING YOUR ITEM FOR ANY REASON OTHER THAN A DEFECTIVE PRODUCT A 10% RE STOCKING FEE OR THE COST OF THE SHIPPING (EVEN IF SHIPPING IS FREE IT IS STILL A COST ASSOCIATED TO THE ITEM FOR SHIPPING) WHICHEVER IS GREATER MAY APPLY AT MANAGEMENT’S DISCRETION. THE REFUND AMOUNT IS ONLY FOR THE COST OF THE ITEM – YOU WILL NOT BE REFUNDED ANY POSTAGE COSTS.

PRIVACY POLICY

YOUR PRIVACY IS VERY IMPORTANT TO US AND WE WILL ALWAYS ACT TO PROTECT THE INFORMATION PROVIDED TO US. EL CUBANO TAKES THIS RESPONSIBILITY SERIOUSLY AND IS VERY CAREFUL ABOUT HOW AND WHEN YOUR PERSONAL INFORMATION IS COLLECTED, USED AND SHARED.

THIS STATEMENT OUTLINES IN GENERAL TERMS WHAT OUR COMMITMENT IS, WHY WE COLLECT PERSONAL INFORMATION, WHO WE MAY SHARE THAT INFORMATION WITH OUTSIDE OF EL CUBANO AND HOW YOU MAY ACCESS YOUR INFORMATION.

COMMITMENT TO PRIVACY

EL CUBANO WILL ALWAYS ENSURE THAT YOUR PERSONAL INFORMATION IS HANDLED IN A SECURE AND CAREFUL MANNER. WE WILL ONLY USE YOUR PERSONAL INFORMATION WHEN IT IS NECESSARY FOR US TO DELIVER YOU A SERVICE OR PERFORM OTHER NECESSARY BUSINESS FUNCTIONS AND ACTIVITIES. WE WILL NOT USE YOUR INFORMATION FOR PURPOSES UNRELATED TO THE SERVICES WE PROVIDE, UNLESS FIRST OBTAINING YOUR CONSENT. EL CUBANO WILL GIVE THE OPTION WHERE EVER APPLICABLE TO NOT PROVIDE PERSONAL INFORMATION. IN MOST CIRCUMSTANCES WE WILL COLLECT PERSONAL INFORMATION DIRECTLY FROM YOU.

INFORMATION WE COLLECT

THE INFORMATION WE COLLECT IS IN MOST CASES SUPPLIED DIRECTLY BY YOU WHEN YOU GIVE US YOUR DETAILS, PLACE AN ORDER, SEEK A REFUND WITHOUT A RECEIPT, OR PROVIDE FEEDBACK TO US. THE TYPE OF SERVICE OR INTERACTION YOU WISH TO RECEIVE WILL DETERMINE THE SPECIFIC TYPE OF INFORMATION WE NEED TO COLLECT. THIS MAY INCLUDE THE FOLLOWING: NAME, ADDRESS, PHONE AND EMAIL, MERCHANDISE INFORMATION (PURCHASES, ORDERS ETC), AND METHOD OF PAYMENT.

WHY WE COLLECT IT

EL CUBANO COLLECTS INFORMATION FOR A NUMBER OF REASONS INCLUDING TO: DELIVER PRODUCTS OR SERVICES TO YOU, TO COMPLETE OTHER TRANSACTIONS WITH YOU OR ON YOUR BEHALF, TO IMPROVE OUR SERVICE, TO PROTECT AGAINST FRAUD OR THEFT AND TO PROVIDE OFFERS THAT ARE OF GREATER INTEREST OR BENEFIT TO YOU.
HOW WE COLLECT THIS INFORMATION

WE COLLECT INFORMATION IN A NUMBER OF WAYS INCLUDING: WHEN YOU PURCHASE GOODS, REGISTER DETAIL ON OUR WEBSITE, OR BECOME A MEMBER WITH US. SOMETIMES, WE MAY ADD TO YOUR PERSONAL INFORMATION ADDITIONAL INFORMATION FROM EXTERNAL SOURCES. THIS IS MAINLY DONE TO VERIFY THE ACCURACY OF THE INFORMATION WE HAVE AND, AGAIN, TO PERSONALISE AND IMPROVE OUR SERVICE.

WHO WE SHARE YOUR INFORMATION WITH

EL CUBANO DOES NOT INTEND SELLING YOUR PERSONAL INFORMATION TO OTHER PARTIES. HOWEVER, WE WILL OFTEN NEED TO PASS PERSONAL DETAILS SUCH AS YOUR NAME AND ADDRESS TO COMPANIES WHO PERFORM PARTS OF OUR SERVICE DELIVERY. THIS INCLUDES ORGANISATIONS SUCH EXTERNAL THIRD PARTY FULFILMENT CONTRACTORS. IN THESE CIRCUMSTANCES, WE WILL ENSURE THAT THESE THIRD PARTIES UNDERTAKE TO PROTECT YOUR PRIVACY.

DOUBLECLICK

WE USE GOOGLE ANALYTICS REMARKETING CODES TO LOG WHEN USERS VIEW SPECIFIC PAGES OR TAKE SPECIFIC ACTIONS ON A WEBSITE. THIS ALLOWS US TO PROVIDE TARGETED ADVERTISING IN THE FUTURE. IF YOU DO NOT WISH TO RECEIVE THIS TYPE OF ADVERTISING FROM US IN THE FUTURE YOU CAN OPT OUT USING THE DOUBLECLICK OPT-OUT PAGE OR THE NETWORK ADVERTISING INITIATIVE OPT-OUT PAGE.

DIRECT MARKETING

WE WILL CONTACT YOU FOR SPECIAL OFFERS, SALES, VOUCHER ETC IF YOU SUBSCRIBE TO OUR MAILING LIST. IF YOU DO NOT WISH TO RECEIVE MARKETING INFORMATION PLEASE UNSUBSCRIBE FROM OUR MARKETING DATABASE. WE DO NOT WISH TO IRRITATE PEOPLE WHO NO LONGER WISH TO RECEIVE THIS TYPE OF INFORMATION.

ACCESSING YOUR INFORMATION

IF YOU’D LIKE TO ACCESS YOUR PERSONAL INFORMATION, WRITE TO US AT: … WE PREFER WRITTEN REQUESTS AS THIS ASSISTS US TO VERIFY YOUR IDENTITY.

© 2015 by Elcubano Cigars

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